GLORIA KEMUNTO BIRUNDU
Nairobi
Summary
I am a results-driven Collections Team Lead with experience in debt recovery, quality assurance, dispute resolution, customer service, and administrative support. Skilled in coaching agents, handling escalations, managing client communications, processing documentation, and driving team productivity. Strong background in compliance monitoring, reporting, email correspondence, and account management with a proven ability to lead teams toward achieving operational and recovery targets. Experienced in coordinating tasks, providing guidance, and fostering collaboration to ensure smooth operations and successful outcomes. Adept at problem-solving, decision-making, streamlining and delivering continuous improvement initiatives.
Overview
3
3
years of professional experience
Work History
Team Lead - Collections
Techno Brain BPO ITES
Nairobi
02.2026 - Current
- Lead and coach a team of collections agents to achieve monthly recovery and performance targets.
- Conduct one-on-one coaching sessions, call calibrations, and performance reviews to improve productivity and compliance.
- Monitor KPIs including collection rates, call quality, payment conversions, and customer interactions.
- Handle escalated consumer complaints and complex delinquent accounts requiring senior intervention.
- Manage administrative responsibilities including responding to client emails, sending account updates, attaching supporting documents, and issuing payment receipts.
- Maintain accurate consumer account records and ensure proper documentation of all communications and transactions.
- Prepare and share client performance reports, operational updates, and account documentation.
- Ensure adherence to debt collection regulations, company policies, and client requirements.
- Support continuous improvement initiatives to enhance team efficiency and consumer experience.
Quality Lead
Techno Brain BPO ITES
Nairobi
06.2024 - 01.2026
- Monitored consumer interactions to ensure quality and compliance standards were met.
- Conducted call evaluations and provided actionable feedback to agents and management.
- Trained and coached new agents to improve communication, compliance, and consumer handling skills.
- Reviewed disputes and resolved customer concerns while maintaining accurate documentation.
- Generated weekly and monthly performance reports and tracked operational trends.
- Collaborated with collections teams to improve recovery performance and service quality.
Collections Associate
Techno Brain BPO ITES
Nairobi
01.2023 - 04.2024
- Managed delinquent consumer accounts and negotiated payment arrangements.
- Maintained accurate debtor records and updated account information in client systems.
- Handled consumer concerns professionally while ensuring compliance with collection procedures.
- Worked toward achieving collection and account resolution targets.
Education
Software Development -
Moringa School
01-2025
Bachelor of Science - Biochemistry
Egerton University
01-2021
Skills
- Team Leadership & Coaching
- Debt Collection & Recovery
- Administrative Support
- Email & Client Communication
- Document Management
- Performance Management
- Quality Assurance & Compliance
- Customer Escalation Handling
- Dispute Resolution
- Reporting & Data Analysis
- Call Monitoring & Calibration
- Negotiation
- CRM Systems & MS Office
- KPI Tracking & Performance Improvement
- Team supervision
- Leadership skills
- Process improvement
- Client support
- Solutions-focused
Languages
English
Kiswahili
Custom Section
- MS Office
- CRM Systems
- Reporting Tools
Websites, Portfolios and Profiles
www.linkedin.com/in/gloria-birundu-249846216
References
Available upon request
Timeline
Team Lead - Collections
Techno Brain BPO ITES
02.2026 - Current
Quality Lead
Techno Brain BPO ITES
06.2024 - 01.2026
Collections Associate
Techno Brain BPO ITES
01.2023 - 04.2024
Software Development -
Moringa School
Bachelor of Science - Biochemistry
Egerton University